How to Manage Employee Retention

Make-You-Happy Action Teams (MAT) plays awere probably a dozen little things in the system
critical role in managing employee retention. This isthat made it much easier for the reps to enter
Z-Theory management. To briefly sate, Z-Theorythe order after they hung up.
management means everyone that is effectedWe decided to have the order entry system
by a decision for the company gets a "say" or achanged to take care of all of these "little things".
"vote" in the decision (tons more on Z-TheoryOur initial MAT included sales reps and our
Management in another article).software programmer.
This means employees are directly involved inAs we addressed the different issues we found
decision making that affects them. When theywe needed to get a representative from the
make decisions that directly affect them, theyaccounting area involved so we could answer all
stay around longer! Pretty simple.of the questions that had to do with accounts
You're going to want to form a MAT in a numberreceivable, granting credit, increasing credit lines,
of instances:etc, etc. So accounting personnel were part of
* Whenever you're working on one of those bigthe MAT for a while.
issues that will get a better answer when you getWhen we started tackling the issue of custom or
the group of stakeholders involved.special orders we needed to get representatives
* When you have an issue that is causing conflictfrom purchasing involved.
or problems in your business.Do You Need To Be In Every MAT?
* When to improve a situation or take advantageNo, No, No, No,No - This system is all about
of an opportunity can better be answered by amaking your job easier NOT HARDER. You do
group.need to lead the teams in the beginning to set the
* When the results will significantly affect anotherexample and show people how these teams
group.work. While you do this as you start implementing
What is a MAT?the Make-You-Happy Management System it is
A MAT is a group (two or more people) ofcritical that you model the MAT team guidelines
stakeholders who get together to solved aand facilitator responsibilities below. As you model
problem or develops the best way to takethese, you'll want to train new facilitators. While
advantage of an opportunity.being a MAT facilitator is not just for managers,
Who's in a MAT?all of your managers should be trained to facilitate
Stakeholders. People who are affected or will beMATs.
affected by the decisions that the MAT makesToday, and for at least 8 years, I am seldom in a
need to be included. That doesn't mean everyoneMAT.
who is affected by the decision, but it does meanLeading (Facilitating) MATs
a representative of the groups affected.It is critical that you have trained facilitators
For instance, if we are discussing the best way toleading your MATs. Since this whole idea of
service clients who come to our facility to buygetting everyone's input will be new, it's critical
and pick up products we'll have people from salesthat the facilitator reinforces it and makes it clear
and warehouse on the team. While she doesn'tthat everyone's input is not only wanted, but
need to be in on the entire process, we'll probablyrequired. The facilitator's major responsibilities are
also invite the receptionist and get her input onto:o Keep the discussion focused on the topic and
the initial greeting and transfer of the client to amoving alongo Intervene if the discussion
sales rep.fragments into multiple conversationso Tactfully
At first this may seem like a lot of effort for anprevent anyone from dominating or being
easy task, but if we get both warehouseoverlookedo Bring discussion to a close
personnel and sales personnel working togetherOnce people truly understand and buy into your
we'll do a better job of uncovering all of the littlenew management system the facilitators role will
issues that could get in the way of providingbe become less and less important.
Make-You-Happy Client Service. By doing this weFacilitators must be trained to facilitate conflict.
come up with the most efficient way to get theConflict is inevitable and in fact desired.
order back to the warehouse and pulled quickly soYou want conflict of ideas and we know that
our clients are WOWED!sometimes that will lead to conflicting personalities
How Many People Are In a MAT?and emotions... and that's OK. In many cases you'll
Teams become inefficient when they are toonot be able to properly address the situation that
large or too small. If they are too small, you don'tneeds to be improved until the personal and
get enough ideas and you don't think of all thingsemotion conflicts are dealt with. We can then get
that can cause problems. If you have too manyon with solving the problem. The goal is to get
people the group is too large to get everyone'severyone on the same side with the problem on
input and still get done in a reasonable amount ofthe other side of the table. Here are guidelines to
time. As a general guideline 5-7 people is a gooduse when dealing with conflict situations. When
number.conflict situations arise. Be sure everyone in the
Complicated Issues and MATsgroup understands that these guidelines will be
You will often find that your MAT needs to useused:
resources from people that are not a part of the1. Be open and honest
MAT for the entire process. Here's an example:2. Everyone will have their say
Years ago when we bought new software for3. Listen without argument, verbal and non-verbal.
our computer system we thought we were going4. Feelings need to be supported by facts and
to be able to enter orders on the system whilespecific behavior
we were on the phone with clients. But monthsFacilitators need to be trained in the following
after training and allowing people to get used toconflict resolution facilitator rules.
the system our reps were still hand writing ordersState the ground rules, 1-4 above.
and entering them after they hung up. There